Cadwalader, Wickersham & Taft LLP · 1 day ago
Senior Manager of Support Services
New York, NY
Full-time
Onsite
Senior Level
$225K/yr - $250K/yrCadwalader, Wickersham & Taft LLP is seeking a Senior Manager of Support Services to oversee the delivery of Tier 1 user support services across the firm. The role involves managing ITIL processes, improving service delivery, and ensuring customer satisfaction through effective operations and collaboration with various teams.
AdviceLegal
Responsibilities
Develop and manage the ITIL processes for the IT department, including Change, Problem and Incident processes
Serve as the ITIL process manager and facilitate the change, problem and incident management meetings for the department
As the firm’s problem manager, work with problem owners to categorize and prioritize accurately, and push for resolutions to problems with higher priorities
Own analytics and continued service improvement for the IT department, including sharing metrics associated with escalated response, incident, problem and change management, quality assurance and customer service metrics
Develop a process for the knowledgebase and audit to ensure continuously updated and improved and own the knowledge-centered support lifecycle
Evaluate and select a new service management tool for the help desk and other business service areas, where appropriate
Implement and manage the service management tool, including automating and improving internal IT workflows
Create and maintain operational dashboards and scorecards, including an executive dashboard, to ensure SLA, service and stability targets are met
Develop customer service standards across the service desk to provide a consistent user experience and monitor performance
Own the emergency communications system for the IT department, and partner with the Incident Response Manager to prepare and pre-stage outage communications
Partner with the Director of Office Operations to frequently facilitate readiness drills and test the emergency communication system on a firmwide scale
Partner with the Sr. Manager of User Experience on all internal client communications
Develop a user centric genius bar, and other support experiences, to improve availability and education on IT systems and services
Frequently walk the floor and visit firm offices for customer listening sessions to improve services. Conduct routine listening sessions with all areas of the firm and develop an action plan based on end user feedback
Partner with the training department to bring awareness of new and existing systems and increase adoption
Directs and supervises the service desk's daily operations, ensuring the timely and efficient delivery of support services to customers and internal business teams
Drives operational performance excellence, continuously monitoring and optimizing ITSM processes to meet evolving business needs and industry best practices
Upholds SLAs while prioritizing customer satisfaction through swift resolution of user concerns, proactive issue resolution, and fostering clear channels of communication
Continue cultivating a culture of accountability, professionalism, and continuous improvement within the teams
Conducts thorough reviews and strategic planning sessions to address any outstanding critical matters by the end of each day
Analyzes ongoing major incidents, scheduled outages, and daily business events to determine staffing adjustments as necessary
Resolves any SLA-related concerns by evaluating IT service requests nearing or surpassing their SLAs and potentially adjusting staff priorities accordingly
Analyzes operational metrics regularly, identifying areas needing attention. This manager will continuously review metrics and reports throughout the day, making staffing and workflow adjustments to optimize performance
Ensures customer satisfaction by diligently following up on feedback and addressing any concerns raised. The manager will collaborate closely with the Senior Manager of User Experience to enhance client satisfaction. They will routinely review feedback from post-ticket satisfaction surveys, particularly addressing any negative responses or concerns raised by customers
Monitor incoming service-desk tickets to discern patterns and identify interdependencies that may not be apparent to individual agents focused on specific tickets
Regularly reviews the daily summary of open issues and promptly follow up with the responsible team(s) to ensure timely resolution
Engages in staffing functions, including recruitment, training, scheduling, and conducting performance evaluations
Collaborates closely with fellow team members to strategize and deliver a seamless technology experience for all firm personnel, from inception to implementation
Stays abreast of the latest trends in user experience within similar organizations, ensuring our approach remains current and competitive
Engages in collaborative efforts with various teams within the IT departments to maintain focus on delivering an optimal user experience and ensuring high levels of customer satisfaction
Qualification
Required
Bachelor's degree in Information Technology or related field and/or equivalent combination of education and experience
Previous management experience with the ability to delegate tasks as necessary
Proficient in understanding and diagnosing various computer and software applications
Demonstrates strong analytical skills, capable of prioritizing issues, anticipating consequences, making decisions, and taking action with meticulous attention to detail
Possesses technical acumen and computer literacy, coupled with considerable patience and the ability to handle situations diplomatically and assertively
Skilled in solving practical problems and navigating diverse scenarios with a blend of abstract and concrete variables, particularly in environments with limited standardization
Exhibits excellent presentation, advocacy, interpersonal, and communication skills
Demonstrates adeptness in handling situations with diplomacy and assertiveness
Must collaborate with others professionally and respectfully
Capable of synthesizing complex, interdependent, and occasionally conflicting needs
Maintains awareness and practical understanding of current technologies, their application, and relevance to digital experiences
Possesses a working knowledge and background in service desk operations, as well as experience with Windows-based workstations and related peripherals
Preferred
Previous experience in a law firm or professional services environment
Company
Cadwalader, Wickersham & Taft LLP
Cadwalader, Wickersham & Taft LLP, a global law firm established in 1792, serves a diverse client base, including many of the world's leading financial institutions and corporations in more than 50 countries.
Founded in 1792
1001-5000 employees
H1B Sponsorship
Cadwalader, Wickersham & Taft LLP has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2024 (3)
2023 (1)
2022 (2)
2021 (2)
2020 (1)
Funding
Current Stage
Late StageTotal Funding
unknown2025-12-18Acquired
Leadership Team
Aaron Benjamin
Partner
Adam Magid
Partner
Recent News
2026-01-09
bloomberglaw.com
2026-01-03
2025-12-31
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